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WFM Planner

Currys -
Field Based

Job details

Full-time | Fixed term contract
18 hours ago

Benefits

Employee discount

Qualifications

Microsoft Excel
Customer service
CSCS
Business
Communication skills

Full job description

Vacancy ID: 48970

Role overview:

WFM Planner
Field Based
Field Based (UK)
Fixed Term Contract 12 Months
Full Time
Grade 3

Shift- Monday- Friday / Mix of Early and Late Shifts/ Saturday and Sunday (1 in 6 weeks)

At Currys we’re united by one passion: to help everyone enjoy amazing technology. As the UK’s best-known retailer of tech, we’re proud of the service our customers receive – and it’s all down to our team of 25,000 caring and committed colleagues. Working as one team, we learn and grow together, celebrating the big and small moments that make every day amazing.

As a WFM Planner, you will play a critical role in ensuring the Home Delivery operation has the right people, skills and vehicles in place to meet customer demand across multiple Customer Service Centres (CSCs). Responsible for workforce forecasting, capacity planning and scheduling, you will use workforce management tools and operational data to produce optimised plans that support excellent customer service while maintaining cost efficiency.

Working closely with CSCs, NRC and operational teams, you will monitor performance, identify opportunities for improvement and ensure workforce plans remain aligned to changing demand. Through effective resource planning and analysis, you will help drive operational efficiency and support the delivery of key customer metrics, including Right First Time and NPS.

Role overview:

As part of this role, you'll be responsible for:

Partner with CSCs to deliver accurate forecasting, capacity planning and scheduling activities, ensuring plans are agreed, understood and aligned to operational requirements before implementation.
Use workforce management systems to produce optimised staffing schedules, resource plans and performance forecasts that balance customer demand, productivity and cost efficiency.
Monitor and manage demand, staffing levels and performance across all skills and activities, making intraday adjustments where required to maximise customer service and operational performance.
Ensure all shrinkage activities, including absence, holidays, training, meetings and other offline activities, are accurately reflected within workforce plans and schedules.
Work closely with the NRC and operational teams to review performance, schedule adherence and workforce effectiveness, identifying opportunities to improve productivity, efficiency and customer outcomes.
Conduct detailed analysis and scenario planning to assess the impact of changing demand, operational requirements and business priorities, recommending actions to optimise resource utilisation.
Continuously review forecasting, scheduling and workforce planning processes, identifying opportunities to improve schedule efficiency, skills coverage, resource allocation and overall planning effectiveness

You will need:

Experience in a workforce planning, scheduling, forecasting or resource planning role within a comparable operational environment.
Experience partnering with operational leaders and stakeholders to develop workforce plans and support business performance.
Strong understanding of operational KPIs and the relationship between workforce planning, customer service and operational efficiency.
Advanced MS Excel skills and confidence using workforce management tools to analyse data, produce plans and generate meaningful insights.
Excellent analytical and problem-solving skills, with the ability to interpret complex data, identify trends and recommend practical solutions.
Strong communication and stakeholder management skills, with the ability to present information clearly and build effective working relationships.
Highly organised with excellent attention to detail, strong decision-making capability and the ability to manage competing priorities.
Commercially aware with a focus on driving efficiency, improving performance and delivering positive customer and business outcomes.
Ideally degree qualified or able to demonstrate significant workforce planning and resource management experience.

We know our people are the secret to our success. That's why we're always looking for ways to reward great work. You'll find a host of benefits designed to work for you, including:

Performance related bonus
Product discounts on the latest tech
A range of wellbeing initiatives

Why join us:

Join our team and we'll be with you every step of the way, helping you develop the career you want with new opportunities, on-going training and skills for life.

Not only can you shape your own future, but you can help take charge of ours too. As the biggest recycler and repairer of tech in the UK, we’re in a position to make a real impact on people and the planet.

Every voice has a space at our table and we're committed to making inclusion and diversity part of everything we do, including how we strengthen our workforce. We want to make sure you have a fair opportunity to show us your talents during our application process, so if you need any additional assistance with your application please email [email protected] and we'll do our best to help.

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